Support Specialist

Provide support to users during the assessment process.

Assist with assessment-related queries, technical issues, and general support requests.

Monitor assessment activities and follow up on pending or incomplete assessments.

Coordinate with relevant teams to resolve assessment issues in a timely manner.

Maintain accurate records of assessment activities, issues, and resolutions.

Identify recurring problems and report them to the relevant team.

Support users with assessment instructions, access, and basic troubleshooting.

Escalate complex technical or system-related issues to the appropriate team.

Follow up on reported issues until resolution and keep stakeholders updated.

Prepare basic reports or updates regarding assessment status, pending cases, and issues.

Ensure assessment-related processes and instructions are followed correctly.

Provide clear system onboarding, user guidance, and training to help university staff and other users use the platform effectively.

Assist with common platform workflows, including user access, question banks, exam setup, proctoring-related queries, and results/reporting; escalate issues beyond the support scope.

Handle support inquiries professionally across available communication channels and prioritize time-sensitive issues during live assessments.

Explain system features and benefits to prospective customers, address objections, and use persuasion skills to support purchasing decisions.

Bachelor's degree in IT, Computer Science, Business Administration, or a related field.

1–2 years of experience in customer support, technical support, operations support, user training, or a similar role.

1–2 years of experience in e-learning, educational technology, or online assessment environments.

Proficiency in Arabic and English, both spoken and written.

Good communication skills, both written and verbal.

Strong problem-solving and troubleshooting abilities.

Comfortable working with web-based systems and software platforms.

Familiarity with online exam workflows, LMS platforms, and common assessment-system functions.

Ability to troubleshoot common access, browser, device, and connectivity issues, and escalate complex technical problems.

Experience delivering clear software training, demonstrations, or onboarding to non-technical users.

Familiarity with helpdesk/ticketing tools and providing support via email, phone, or chat is an advantage.

Good knowledge of MS Excel / Google Sheets and basic reporting.

Ability to manage multiple support requests and prioritize tasks.

Strong attention to detail and ability to maintain accurate records.

Ability to coordinate effectively with technical and non-technical teams.

Good follow-up and organizational skills.

Ability to stay calm, responsive, and accurate while supporting users during live exams.

Awareness of student data privacy, exam confidentiality, and appropriate handling of user information.

Strong product knowledge and persuasion skills to address customer objections and convert hesitant prospects into buyers.